Generalist, Business Management Support, Consumer Banking
DBS Bank
6d ago

Generalist, Business Management Support, Consumer Banking-(WD23778)

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions.

As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage.

Our financial solutions are not only the best in the business they were made just right for you.

Job Purpose

The person will be responsible for driving the entire cycle of development and management of digital platform, Designed for no operations, Customer Journey enhancements thereby ensuring smooth launch, market positioning and commercialisation of the various product.

Key Accountabilities

  • Enablement of existing business, digital products cross sell and upsell enablement, enhancement of customer experience with proper control on fraud and risks
  • Driving the entire cycle of development and management of digital platform, Designed for no operations, Customer Journey enhancements and ancillary product launches
  • Responsible for handling all audits, compliance and regulatory requirements
  • Job Duties & responsibilities

  • Prioritize builds which directly increase revenue Identify opportunities for reducing costs both build and run. Manage the build within the allocated budget
  • Data tracking and reporting Identifying key areas of improvement in the CJ
  • Build a culture to track both digital and financial metrics post product launch and drive next set of product changes based on data
  • Migration of customers to digi platform and increase digital transaction adoption & penetration
  • Transact Manage DFNO contact rates, in-app & playstore ratings
  • Create digital product experts within the team. Change culture stronger use of data to drive customer and financial impact
  • Digital Value Capture : Improve monthly active chatbot users, Customer experience, ratio of thumbs up vs thumbs down as indicator of customer experience.
  • Cost Saves servicing guided conversations Key customer journey & error messages revamp

  • Intelligent Banking : deploy use cases with measurable targets
  • Ecosystem - Open API extension to new partners and additional functionality,
  • Wealth - Remittance, MF, Banca, RM Servicing, digital onboarding on digi platform
  • Drive in-app engagement by building multiple in-app inventories, propositions and segment journey
  • Enablers (Key Priorities) : Platform performance and stakeholder management, reduce avg TAT of defect closures
  • Champion agile process amongst product managers for better quality of output
  • Evangelise feature changes & possibilities in country amongst all the teams. Manage key external stakeholders. Manage releases from CUG, LV, ISS clearance till app Go-live.
  • Risk, Control and Compliance Goals- 100% timely reporting to regulatory authorities like RBI, IBA, etc. On time completion of NPA Lite / ORR / ROR
  • Drive Sustainability agenda - Double-down on governance of authentication, fraud, ISS interactions. Develop process to address fraud incident expeditiously.
  • Pro-active identification and prioritizing of security improvements and enhancements to minimize fraud incidents. Manage audits and regulatory compliance of digi platform

    Education / Preferred Qualifications

    Result-oriented professional with at least 12-15 years of experience with a proven track record in the financial services and / or banks, ideally in digital channels space.

    Core Competencies

  • Results driven - possesses an ability to find solutions to difficult problems quickly and effectively
  • Process orientation - ability to perform within existing systems and processes, while project managing for process improvement
  • Interpersonal effectiveness and ability to influence - ability to interpret data and articulate to convince others
  • Team Effectiveness - Ability to work in a cross-functional, dynamic environment and support team members in the achievement of their goals
  • Multi-tasking - Ability to manage multiple complex projects at various stages of development simultaneously
  • Technical Experience and Competencies

  • Proven experience mobile and net banking product management with added exposure to core banking platform.
  • Good grasp of the agile development environment.
  • Strong analytical skills, creative, detail oriented, and solid problem-solving skills with a passion for new technologies
  • Strong analytical acumen to translate data in to actionable trends and potential business ideas
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